Full support every step of the way
Our Services team provides multi-tiered support to our clients across the entire scope of their WRG products and relationship. Many of our support team members come from a credit union background, where we understand and relate to your business objectives and the projects and processes that are driven by them. Other members of our Support team have a background with greater focus on applications and programming. The result is a well-rounded and multi-layered support team that supports you every step of the way.
Most WRG Support begins with our Client Services team, based at our Pasadena headquarters, which is available from 6am to 6pm PST every business day. Client Services’ goal is to proactively notify you of all aspects of support and use of your system that require your involve. They also stand ready to respond to your inquiries and requests throughout the week.
Our 2nd tier of Technical Support, spread across the country, is also available throughout each business day. Their focus is to resolve 2nd tier issues as quickly as possible, with minimal disruption to you and your member base.
Additional departments provide support, based on the scope of your service relationship with WRG. These departments include Bill Pay Services, Item Processing, Computer Operations, Server Administration, and more. Our team consists of experience professionals throughout the organization, who spend each day supporting you and other credit unions.
Dedicated Client Services Rep Based on the scope of your relationship with us, we offer more dedicated Client Services support to meet with you proactively and stay in sync with your projects and initiatives.
Available 24 x 7 – Your members access your applications 24 hours a day, from virtually anywhere. Fortunately, WRG never sleeps! Regardless of time of day and day of the week, one of our team members will answer your call for support. That includes weekends, evenings, and holidays. Now that’s Service!
Programming Support – for an additional fee, as part of your support relationship, you can obtain Programming support from WRG to aid in those unique projects that come up.
We invite you to inquire with your WRG representative in more detail about our Support services. We will gladly show you how we work, and introduce you to the team members dedicated to supporting you.
- Call tracking system
- Outstanding issues report and call summary are available
- Guaranteed availability 24/7
- Included as standard with all Support Agreements
- Access via toll-free 800 number
- Client Support staff is backed by the expertise of skilled technicians 24 hours a day, 7 days per week, holidays and weekends.
- Live support is provided from 6:00 AM to 6:00 PM Pacific Time, Monday through Friday.
- After-Hours Pager Support is provided between the hours of 6 PM and 6 AM for Priority 1 and certain serious transitional implementation-production situations only.
Clients can report their support issues to Client Services online with 24-hour access to our comprehensive Support Center at https://wrg.force.com/support